Intended Usage of a Healthcare Communication Technology: Focusing on the Role of IT-Related Overload

In this paper we employ a perspective on overload that focuses on information processing rather than on the amount of information an individual receives. To understand how individuals determine whether or not to use a new technology, we introduce a new type of overload: Emotional and Cognitive Overload (ECO). To understand the role of ECO on the adoption and use of a new technology, we develop an Input-Process-Output model which opens up the black box related to the processes leading to overload. In particular, the model distinguishes mental processes from overload’s emotional and cognitive consequences. We test the research model using the results of a large survey (N=2037) that was underwritten by a large Dutch bank that was interested in delivering healthcare information online through the use of a video contact technology (VCT). The study’s findings are significant and support our hypotheses. We report them and discuss the implications